Wants R700 now to deliver to clients address that was already registered online!!!

Aramex south Africa. I had a parcel going to stanger kzn. I use Aramex for parcels that the courier guy will charge me too much for. So we do about twenty a week with Aramex. This time my client got a call from the driver and now all of a sudden the driver can't go to the registered location that I registered online but the mall which she can't get to as she works full time, if it goes to the registered location she must pay R700 or R50 to her workplace. When you purchase the packets you don't get informed this or even when you registering online. Nobody even notified me and it seems like one big **** to me. At first I even thought I was being ****med but then I contacted their WhatsApp line and spoke to an agent. I didn't get invoices or anything so how can they randomly implement this. Has anyone dealt with this? Now that they have the parcel they do this because they know the client really needs it.